LuckyDreams Casino - Os ganhos do jogador foram confiscados.

Hello,

I deposited €150 and got a €150 bonus I had to wager €6000 before I could withdraw. Now my withdrawal of 5000€ was rejected and my account balance was set to 150€. Pictures attached I hope you can help me.

Hallo,

ich habe 150€ eingezahlt und einen 150€ Bonus erhalten ich musste 6000€ umsetzen das ich auszahlen konnte. Nun wurde meine Auszahlung von 5000€ abgelehnt und mein Kontostand auf 150€ gesetzt. Bilder im Anhang ich hoffe sie können mir weiter helfen.

Hello pschmidtler,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LuckyDreams Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you bet over the maximum allowed limit when you used a bonus? Could you please forward your betting history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Yes, the account was verified before I requested the payout. The one with the maximum limit apparently yes, they wrote to me that they reset everything for this reason, but nowhere was it said or indicated during the game that I was not allowed to do that, I just wasted my time and if I had 5000€ lost would have been fine for those casino monkeys too.

Ja das Konto ist verifiziert worden bevor ich die Auszahlung beauftragt hab. Das mit dem maximalen Limit anscheinend ja das haben die mir ja geschrieben das sie aus diesem Grund alles zurück gesetzt haben aber rs wurde während dem Spielen nirgends gesagt oder angezeigt das ich das nicht darf da hab ich einfach nur meine Zeit verschwendet und wenn ich 5000€ verloren hätte wärs auch in Ordnung gewesen für diese Casino Affen.

Hello pschmidtler,

Can you please confirm whether you played with bets over the maximum allowed limits or not? If possible, you can also forward your betting history to nikolas.b@casino.guru.

Please understand that the player is responsible for reading the bonus conditions before accepting any bonuses and the max bet is given from the beginning. If you did breach this bonus terms, the casino had right to confiscate your winnings generated from the bonus.

Dear pschmidtler,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.